Daily Briefing Document

Process: Kapiva Document has four sections – Please brief accordingly.

Sub Process: Customer Service
Process Updates
Location: Jamshedpur Quality Updates
Date: 10th September’23 Call Listening Observations
Chat Reading Observations

Process Updates

1. New view in Salesforce

As per new update, now we will be able to see case history entire (remarks, date, channel from which
customer had contacted us) by entering the Order ID or Registered Contact Number under one
Salesforce window only.

2. HCT Sales Calendar

Any Offer or discount details will be mentioned at Quick Resolve sheet in Sales Calendar tab.

3. Customer ordered wrong product accidentally

Scenario: Customer’s placed an order but mistakenly selected the wrong product

Call to Action: L1 agent needs to inform the customer that we are transferring the case to our concern team for
the refund or replacement.

Important pointers:-

a. L1 team must check with the customer whether customer wants refund or replacement.
b. L1 team must mention the same in the Salesforce remarks before transferring (Cx wants refund or
replacement)
c. It’s important to ensure a smooth resolution for the customer.

4. New TAT, If There Is A Delay In Dispatch

Scenario: If a customer is complaining about a delivery delay and the order status sill shows as not dispatched,
apologize to the customer for the delay in dispatch. Then, inform the customer about a new estimated delivery
time by adding the delayed time to the original estimated delivery date to the order.
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Example:-

If the Estimated Delivery Date is September 10th, and the customer came on September 8th to complain about
the delay in dispatch.

Resolution:-

a. Apologize to the customer for the delay.

b. Inform the customer that we are escalating the case to the relevant team.
a. Inform the customer of the new TAT (Turn Around Time), which will be 12th (calculated as 10th
September plus 48 hours).

Quality Updates
 We must mention the Subject line while sending an email to Cx/L2/WH/Courier team.

 Active listening was missing.

 Long hold.

 Fumbling observed on call.

 Dead air observed on call.

 CSAT survey not pitched.

 Failed to take action as promised.

 Tagging not done.

 Delay in opening.

 Order ID must be mentioned correctly in remarks section for an existing case.

 We must loop Kapiva’s internal team while escalating any case to L2/WH/Courier team.

Call Listening Observations

 No acknowledgement and paraphrasing missing of the query.

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 Failed to confirm the Order ID
 Agent failed to check the status if the Cx has escalated earlier and provided incorrect information.
 Repetition of the same sentences without listening to the customer properly resulting in Customer dissatisfaction.
 Active listening missing.
 Mark down on the call closing.

 Agent switch the language without customer permission.

 CSAT IVR transfer script not pitched on call.

Chat Reading Observations

 Agent was rushing to end the chat session.

 Empathy was missing
 Willingness to help was missing
 Agent did not follow the steps given in DT.
 Agent missed to register a complaint
 Poor sentence construction.

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